Coventry Workers Compensation Network Employee Information Materials

Coventry Workers’ Compensation Network

To All Employees:

Your employer is committed to your health and safety at the workplace. Our first concern is to keep injuries from happening. If you are injured, we want to help you get better and return to work as soon as it is medically safe.

Your employer has chosen Coventry Workers’ Comp Network as its Workers’ Compensation healthcare network. It is a network built around occupational healthcare providers.

We will provide services through our network of medical providers and facilities. Coventry Workers’ Comp Network is a nationally recognized company that specializes in treating injured workers and helping them return to work.

The network includes occupational health clinics and doctors who will provide you with medical treatment. Your doctor will also manage your return to work with your employer.

Under the program, you will receive:  A primary treating doctor

 Other occupational health services and specialists  Emergency healthcare services

 Medical care if you are working or traveling outside of the geographic services area The Coventry network has been built to provide you with timely and quality medical care. It is easy to access, and is here to provide you with quality medical care and assist you in returning to health and a productive life.

The enclosed materials will give you information to help you through your work-related injury or illness.

Information, Instructions and Your Rights & Responsibilities

Dear Employee:

Your employer has chosen Coventry Workers’ Comp Network to manage the healthcare and treatment you may receive if you are injured. Coventry Workers’ Comp Network is a certified Workers’ Compensation healthcare network. The State of Texas has approved this network to provide care for work-related injuries. This program includes a network of healthcare providers who are trained in treating work-related injuries. They are also trained in getting people back to work safely. The Coventry Workers’ Comp Network service area includes the greater Dallas, greater Houston, Austin/San Antonio, Amarillo, Central Texas, North East Texas, El Paso, Lubbock, Midland, Rio Grande Valley, Texarkana, Nacogdoches, Central East Texas, Abilene, Victoria, Corpus Christi, Orange, Laredo, and Wichita Falls areas. These areas are shown on the enclosed map.

If you are injured at work, tell your supervisor or employer as soon as you can. The enclosed information will help you to seek care for your injury. Also, your employer will help with any questions about how to get treatment through the Coventry Workers’ Comp Network. You may also contact your Workers’ Compensation insurer for any questions about your care and treatment for a work-related injury. Coventry and your employer have formed a team to provide timely healthcare for injured workers. The goal is to return you to work as soon as it is safe to do so.

Your Rights and Obligations

Choosing a Treating Doctor

If you are hurt at work and you live in the network service area, you must choose a treating doctor from the Coventry Workers’ Comp Network. This is required for you to receive coverage of the costs for the care of your work-related injury. If at the time you are injured you belong to a health maintenance organization (HMO), you may choose your HMO primary care physician as your treating doctor. You must have chosen the doctor as your primary care doctor prior to your injury. We will approve the choice of your HMO doctor if he or she agrees to the terms of the network contract. The doctor must also agree to abide by applicable laws.

If you were injured before your insurer contracted with the network and you live in the

service area, you must choose a network treating doctor. You may also request a doctor you chose as your HMO primary care doctor before you were hurt. You must do this upon

receipt of this notice.

If your treating doctor leaves the network, we will tell you in writing. You will have the right to choose another treating doctor from the list of network doctors. If your doctor leaves the network and you have a life threatening or acute condition for which a disruption of care would be harmful to you, your doctor may request that you treat with him or her for an extra 90 days.

If you believe you live outside of the service area, you may request a service area review by calling your insurer. You should provide proof to support your belief. Within 7 days of receiving

your request for review, the insurer will tell you its decision. If you do not agree with the final decision of the insurer, you have the right to file a complaint with the Texas Department of Insurance. Your complaint must include your name, address, telephone number, a copy of the insurer’s decision, and any proof you sent to the insurer for review. A complaint form is available on the department’s web site at www.tdi.state.tx.us. You may also ask for a form by writing to the HMO Division, Mail Code 103-6A, Texas Department of Insurance, P.O. Box 149104, Austin, Texas 78714-9104.

When waiting for the insurer to make a decision or the Texas Department of Insurance to review your complaint, you may choose to receive all healthcare from the network. You may be

required to pay for healthcare services received out of the network if it is decided that you do live in the network’s service area.

A provider listing is available at your worksite and through the network website, http://www.geoaccess.com/cvty/default.asp?company=1&client_ID=TXHCN.

It is updated every three months and identifies providers who are taking new patients. Changing Doctors

It may happen that you become dissatisfied with your first choice of a treating doctor. You can select an alternate treating doctor from the list of network treating doctors in the service area where you live. We will not deny a choice of an alternate treating doctor, however, before you can change treating doctors a second time, you must get permission from us. Referrals

You do not have to get a referral if you have an emergency health condition. All healthcare services that you request will be made available by the network on a timely basis, as required by your medical condition. This includes referrals. All healthcare services, including referrals, will be made available no more than 21 days after you make a request.

Payment for Healthcare

Network doctors have agreed to look to the insurer for payment for your healthcare. They will not look to you for payment. If you obtain healthcare from a doctor who is not in the network without prior approval from Coventry, you may have to pay for the cost of that care. You may only access non-network healthcare providers and still be eligible for coverage of your medical costs if one of the following situations occurs:



Emergency care is needed. You should go to the nearest hospital or emergency care facility.



You do not live within the service area of the network.



Your treating doctor refers you to an out-of-network provider or facility. This referral must be approved by Coventry Workers’ Comp Network.



You have chosen your HMO primary care doctor. Your doctor must agree to abide by the network contract and applicable laws.

Complaints

You have the right to file a complaint with Coventry Workers’ Comp Network. You may do this if you are dissatisfied with any aspect of network operations. This includes a complaint about your network doctor. It may also be a general complaint about the Coventry Workers’ Comp Network. Please read the enclosed Coventry Complaint Procedures or call the Coventry Workers’ Comp Network Complaint Line at (800) 262-6122, option 4 to have your questions answered.

Coventry Workers’ Comp Network 3200 Highland Avenue

Downers Grove, IL 60515 800/262-6122

Grievance Coordinator, Option 4 Grievance_Coordinator@cvty.com

Texas law does not permit Coventry to retaliate against you if you file a complaint against the network. We also can not retaliate if you appeal the decision of the network. The law also does not permit us to retaliate against your treating doctor if he or she files a complaint against the network or appeals the decision of the network on your behalf. You also have the right to file a complaint with the Texas Department of Insurance. The Texas Department of Insurance Complaint Form is available on the department’s web site at www.tdi.state.tx.us or you may request a form by writing to the HMO Division, Mail Code 103-6A, Texas Department of Insurance, P.O. Box 149104, Austin, Texas 78714-9104.

What to do if you are injured on the job

If you are injured while on the job, tell your employer as soon as possible. A list of network doctors in your service area is posted at your worksite. A complete list of doctors is also available. You will be given more instructions on how to get treatment through the Coventry Workers’ Comp Network. Or, you may contact us directly at the following address and/or toll-free telephone number:

Coventry Workers’ Comp Network 720 Cool Springs Boulevard Suite 300

Franklin, TN 37067 1-800-873-0055

We will help you get an appointment with a network doctor.

In case of an emergency

If you are injured and it is an emergency, you should seek treatment at the nearest emergency facility as soon as possible. This also applies if you are injured outside the service area. It also applies if you are injured after normal business hours.

After you receive emergency care, you may need ongoing care. You will need to select a network doctor from the list that your employer has given you. The doctor you choose will oversee the care you receive for your work-related injury. Except for emergency care, you must obtain all healthcare and specialist referrals through your treating doctor.

Emergency care does not need to be approved in advance. “Medical emergency” is defined in Texas laws. It is a medical condition that comes up suddenly. There are acute symptoms that are severe enough that a reasonable person would believe that you need immediate care or you would be harmed. That harm would include your health or bodily functions being in danger or a loss of function of any body organ or part.

Non-emergency care

Report your injury to your employer as soon as you can. Select a network treating doctor from the list given to you by your employer. Go to that doctor to be treated.

Treatment prescribed by your doctor may need to be approved in advance. You or your doctor is required to request approval from the insurer or the network for specific treatment or services before the treatment or service is provided. You may continue to need treatment after the approved treatment is provided. For example, you may need to stay more days in the hospital than what was first approved. If so, the added treatment must be approved in advance. The following treatment requests must be approved in advance:

 All surgeries (CPT Codes 1-6 and G codes which represent a surgical procedure) with a billed amount greater than $500, including spinal and artificial disc surgery. Pre Auth Request should include specific hardware to be used for the procedure.

 Spine surgery

 Inpatient hospitalization

 Intradiscal Electrothermal Annuloplasty (IDET)  Physical medicine and rehabilitation after 8 visits  Home healthcare/aides, physical therapy/aides  Occupational therapy after 8 visits

 Chiropractic treatments after 8 visits

 Work hardening (non-exempted) and work conditioning program  Acupuncture

 Repeat MRI/CT scans and standing MRI procedures other than x-rays (preauthorization required on MRI and CT procedures after initial diagnostic procedures)

 Electromyography (EMG) and nerve conduction velocity (NCV) testing

 Repeat diagnostics and MRI’s (MRI/Scan of the spine within the first 4 weeks or repeat of all MRI for all body parts)

 Epidural steroid injections  Facet injections

 Trigger point injections  SI joint injections

 Botox injections  Joint steroid injection

 Durable Medical Equipment (DME) billed charges greater than $500 per item (either purchase or expected cumulative rental)

 TENS units

 External and implantable bone growth stimulators  Spinal cord stimulators

 Psychological testing and psychotherapy, repeat interviews, and biofeedback unless the service is part of a pre auth or division exempted returned rehabilitation program

 Psychotherapy with social worker, psychologist, or psychiatrist  Biofeedback

 Chronic pain management/interdisciplinary pain rehabilitation  Skilled nursing visits

 Nursing home, skilled nursing facility, convalescent, or residential care admissions  Investigational or experimental procedures service or device for which there is early

developing scientific or clinical evidence demonstrating the potential efficacy of the

treatment, service, or device but that is not yet broadly accepted as the prevailing standard of care

 Chemical dependency programs  Discograms

 Power traction devices such as Vax-D

 Drugs not included in the division’s formulary  Required treatment plans

 Treatment and services that exceed or are not addressed by the Commission adopted treatment guidelines protocols and are not in a treatment plan pre auth by the carrier  Treatment of an injury or diagnosis that is not accepted by the carrier following the treating

doctors examination to define the compensable injury

 Repeat individual diagnostic study, with a reimbursement established in the current Medical Fee Guideline of greater than $350 or without a reimbursement rate in Medical Fee

Guidelines (unless otherwise specified)

The number to call to request one of these treatments is 1-866-931-5100.

If a treatment or service request is denied, we will tell you in writing. This written notice will have information about your right to request a reconsideration or appeal of the denied treatment. It will also tell you about your right to request review by an Independent Review Organization through the Texas Department of Insurance.

Employee Acknowledgment of Workers’ Compensation Network

I have received information that tells me how to get healthcare under Workers’ Compensation insurance.

If I am hurt on the job and live in the service area described in this information, I understand that:

1. I must choose a treating doctor from the list of doctors in the network. Or, I may ask my HMO primary care physician to agree to serve as my treating doctor.

2. I must go to my treating doctor for all healthcare for my injury. If I need a specialist, my treating doctor will refer me. If I need emergency care, I may go anywhere.

3. The insurance carrier will pay the treating doctor and other network providers.

4. I might have to pay the bill if I get healthcare from someone other than a network doctor

without network approval.

_____________________________________________________ _________________ Signature Date _____________________________________________________ Printed Name I live at: ____________________________________________________________ Street Address ____________________________________________________________ ____________________________________________________________

City State Zip Code

Name of Employer ________________________________________________________ Name of Network ________________________________________________________

NETWORK NOTICE:

Coventry Workers’ Compensation Network

To All Employees:

Your employer has chosen Coventry Workers’ Comp Network to provide healthcare if you are injured at work. Coventry Workers’ Comp Network is a certified Workers’ Compensation healthcare network. This network includes medical providers that have been chosen to treat your work-related injuries. They are easy to access and dedicated to giving you quality care. The following information will help you if you are injured at work.

If you are hurt at work and it is a life threatening emergency, you should go to the nearest emergency room. If you are injured at work, after normal business hours, or while working outside your service area, you should go to the nearest care facility.

The following applies if you are hurt at work and it is not an emergency:

 Tell your employer as soon as you can.

 Choose a treating doctor from the Coventry network service area where you live.

 If you are a member of a health maintenance organization (HMO) at the time you are injured, you have the right to choose your HMO primary care doctor as your treating doctor. To do this, you must have chosen the doctor as your primary care doctor before your work-related injury occurred. Coventry will approve this choice if your HMO doctor agrees to abide by the terms of the network contract and comply with required laws.

 You must obtain all treatment and referrals for your injury from your treating doctor.

 Your treating doctor will be paid by your Workers’ Compensation insurer and will not bill you for treatment.

 If you receive treatment for your injury from providers who are not in the Coventry network, you may have to pay for that care.

 Information about the Coventry network is available by calling toll free 1-800-873-0055 or by writing to Coventry Workers’ Comp Network, 720 Cool Springs

Boulevard, Suite 300, Franklin, TN 37067. A list of Coventry doctors is posted at the work site and is also available from your employer.

 You may be required to get certain treatments approved in advance. Treatment that requires this is listed in your network information materials. You may also request the list from your employer.

 If the doctor leaves the network and you have a life threatening condition or an acute condition, you may continue to treat with a network doctor for 90 days. This must be requested by the doctor.

EMPLOYER INFORMATION FORM:

Coventry Workers’ Compensation Network

Welcome to your Workers’ Compensation healthcare provider network program.

Your insurance carrier has chosen Coventry Workers’ Comp Network,a Workers’ Compensation healthcare network certified by the State of Texas, to offer a Workers’ Compensation healthcare provider network program. The necessary materials to implement the program are enclosed to help prepare you when an injury occurs.

Components of the program:

 Preferred provider network

 Employee educational materials

 Toll-free first report of injury

 Utilization management (Pre-authorization)

 Telephonic and on-site case management (may include vocational services)

 Complaint process

Employer instructions:

 Read the enclosed network educational materials and post the “Notice of Network”.

 Distribute network educational materials when initiating the program within three (3) days of hiring an employee and at the time of injury.

 Document the method of delivery of educational materials, to whom the materials were delivered, the location of the delivery, and the date delivered.

 Be sure that all employees sign the EmployeeAcknowledgment letter and maintain it in the employee’s personnel file. An employee who refuses to sign remains subject to network requirements. Document a refusal to sign the acknowledgment in the employee’s personnel file.

 Review the provider panel postings to ensure that the suggested medical providers are within the geographical service area of the worksite. You may call Coventryat 1-800-243-2336 for additional doctors.

 When an injury occurs, report it immediately to your claims administrator. If

necessary, provide or arrange transportation of the injured employee to the network provider, or if appropriate, to the nearest emergency facility.

Coventry Workers’ Compensation Network

Certified in the following 231 Texas counties

Anderson

Andrews

Angelina

Aransas

Armstrong

Archer

Atascosa

Austin

Bailey

Bandera

Bastrop

Baylor

Bee

Bell

Bexar

Blanco

Borden

Bosque

Bowie

Brazoria

Brazos

Briscoe

Brooks

Brown

Burleson

Burnet

Caldwell

Callahan

Calhoun

Cameron

Camp

Carson

Cass

Castro

Chambers

Cherokee

Clay

Cochran

Collin

Coke

Coleman

Colorado

Comal

Comanche

Concho

Cooke

Coryell

Crane

Crosby

Dallas

Dallam

Dawson

Deaf Smith

Delta

Denton

Dewitt

Dickens

Donley

Duval

Eastland

Ector

Ellis

El Paso

Erath

Falls

Fannin

Fayette

Fisher

Floyd

Franklin

Fort Bend

Freestone

Frio

Gaines

Galveston

Garza

Gillespie

Glasscock

Goliad

Gonzales

Gray

Grayson

Grimes

Gregg

Guadalupe

Hale

Hall

Hamilton

Hansford

Hardin

Harris

Harrison

Hartley

Haskell

Hays

Hemphill

Henderson

Hidalgo

Hill

Hockley

Hood

Hopkins

Howard

Houston

Hudspeth

Hunt

Hutchinson

Jack

Jackson

Jasper

Jefferson

Jim Hogg

Jim Wells

Jones

Johnson

Irion

Karnes

Kaufman

Kendall

Kenedy

Kent

Kerr

Kleberg

Kimble

Lamb

Lamar

Lampasas

Lavaca

Lee

Leon

Liberty

Limestone

Lipscomb

Live Oak

Llano

Loving

Lubbock

Lynn

Madison

Marion

Martin

Mason

McCulloch

McLennan

McMullen

Medina

Menard

Midland

Milam

Mills

Mitchell

Motley

Montague

Montgomery

Moore

Morris

Nacogdoches

Navarro

Newton

Nolan

Nueces

Ochiltree

Oldham

Orange

Palo Pinto

Panola

Parker

ParmerPecos

Polk

Potter

Rains

Randall

Real

Refugio

Reagan

Red River

Reeves

Roberts

Robertson

Rockwall

Runnels

Rusk

Sabine

San Augustine

San Jacinto

San Patricio

San Saba

Schleicher

Scurry

Shackelford

Shelby

Sherman

Smith

Starr

Stephens

Sterling

Stonewall

Somervell

Swisher

Tarrant

Taylor

Terry

Throckmorton

Travis

Titus

Tom Green

Trinity

Tyler

Upshur

Upton

Uvalde

Van Zandt

Victoria

Walker

Waller

Ward

Washington

Webb

Wharton

Wichita

Wilbarger

Willacy

Williamson

Wilson

Winkler

Wise

Wood

Yoakum

Young

Coventry Workers’ Comp Network Approved Service Areas